With the Microsoft Teams integration, employees can submit, track, and reply to service requests directly from Teams. Every update is reflected in real time inside monday service, giving agents full context on every request.
This article covers:
- For admins: How to set up and deploy the integration
- For employees: How to submit and track requests in Teams
- For agents: How ticket conversations from Teams appear in monday service
Before you begin
- You must be an Office 365 Global Administrator to complete the initial setup.
- You must have an active monday service account with admin permissions.
The Global Administrator connects the accounts once during setup. After that, all employees in the organization can use the integration without additional configuration.
Setting up the integration
1On monday service, select Channels from the left pane.
2Click Add channel and select Microsoft Teams from the list.
3Choose the ticket board where requests will be created as tickets and click Connect channel.
4 Sign in with your Microsoft account to authorize the integration.
Deploying the app to your organization
Once the integration is connected, your IT admin can push the monday service app to all Teams members automatically via the Teams Admin Center. No action is required from employees.
- Go to the Microsoft Teams Admin Center at admin.teams.microsoft.com.
- Navigate to Teams apps > Manage apps, search for monday service, and make sure its status is set to Allowed.
- Navigate to Teams apps > Setup policies.
- Edit the Global (Org-wide default) policy, or create a new policy for a specific group.
- Under Installed apps, click Add apps and search for monday service.
- Save the policy.
The app will appear automatically in the Teams sidebar for all covered users, typically within 24 hours.
Using monday service in Microsoft Teams
monday service is available directly in Microsoft Teams. You can submit service requests, check on existing ones, and respond to your IT or HR team, all without leaving Teams.
The app is already installed for you. No setup needed. Look for monday service in your Teams sidebar or search for it in the Apps section. When you open it, the monday service bot will greet you and guide you through your options using three buttons: Create ticket, View my tickets, and Help.
Create a ticket
Select Create ticket to open a short form. Fill in the ticket title and a description of your request, then click Submit Ticket. A ticket is created automatically in monday service and you'll receive a confirmation message from the bot letting you know the team will review it soon.
Select View my tickets to see a list of all your active requests. From this view, you can also reply to any open ticket directly from Teams.
Reply to your agent
When an agent responds to your request, you'll receive their message as a direct message from the monday service bot in Teams. You can reply directly in that conversation and your response goes straight back to the agent handling your ticket.
How it works for agents
Every message sent by an employee through Teams appears in the ticket timeline inside monday service. Agents reply from within monday service as usual. The reply is automatically delivered to the employee's Teams DM. No separate Teams action is needed on the agent side.
FAQs
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.